Last updated: 2 June 2026

Choosing furniture online is a big decision. Our 30-Day Comfort Guarantee gives you time to experience your eligible Forme Living Co furniture at home.

Forme Living Co is operated by Arlo Living Home Pty Ltd. In this policy, “Forme Living Co”, “we”, “us” and “our” refer to Arlo Living Home Pty Ltd trading as Forme Living Co.

How it works

The 30-Day Comfort Guarantee applies to eligible furniture items.

Eligible furniture items include sofas, accent chairs, ottomans and sofa modules.

The 30-Day Comfort Guarantee starts from the date your full eligible order is delivered.

If your item arrives in multiple boxes or separate deliveries, the 30-day period starts once all required boxes or components for that item have been delivered.

Because many of our furniture items are delivered compressed, we ask that you try your item for at least 14 days before requesting an unboxed return. This gives the item time to expand, settle and take shape, and gives you time to properly experience the comfort in your home.

If, after 14 days, your eligible furniture item is not the right fit, you can request a return before the end of the 30-day period. Collection may take place after the 30-day period without affecting an approved return.

Expansion and settling

Because Forme Living Co furniture may be delivered compressed, please allow up to 72 hours after unboxing for your item to fully expand, settle and take shape.

Minor wrinkles, creasing, softening, settling or shape variation after unboxing is normal and is not considered a defect unless it materially affects the item’s structure, function or reasonable use.

To be eligible for the 30-Day Comfort Guarantee, your item must be fully set up and used according to the included instructions.

Eligible products

The 30-Day Comfort Guarantee applies to eligible:

- sofas
- accent chairs
- ottomans
- sofa modules

Accessories, add-ons, removable covers, care products and non-structural products are not eligible for the 30-Day Comfort Guarantee. They may be eligible for return under our Returns Policy if they meet the relevant conditions.

Discounted, clearance and pre-order products

Pre-order items are eligible once delivered. The 30 days start from your delivery date, not the date you ordered.

Discounted and promotional products, including first-order and member offers, are eligible unless the total discount on the product is 35% or more off its regular selling price.

These items are not eligible for the 30-Day Comfort Guarantee:

• clearance and final stock items, including any product marked “Clearance” on our website
• final sale, floor stock, display stock, seconds and sample items
• items sold “as is”
• products discounted by 35% or more

Clearance items are final stock sold at a reduced price, so please check the dimensions, fabric and colour before you order. Your rights under Australian Consumer Law still apply, including if an item arrives faulty or damaged.

Who can use the Comfort Guarantee

The 30-Day Comfort Guarantee is available once per customer, household or delivery address.

The guarantee is available to residential customers only and applies to eligible products purchased directly from Forme Living Co for personal use in a normal residential home setting.

It does not apply to purchases made for, or products used in connection with, commercial premises, businesses, rental properties, Airbnb or short-stay accommodation, property styling or staging, display homes, offices, hospitality venues, events, photography or content production, or any other commercial or non-residential purpose.

Condition requirements

To be eligible for an unboxed 30-Day Comfort Guarantee return, the item must be:

- clean, complete and undamaged
- in near-new condition
- suitable for resale or donation
- returned with all original parts, covers, legs, hardware, labels, care cards and accessories

Returns may be declined if the item has:

- stains, spills, marks or discolouration
- odours, smoke exposure, mould or dampness
- pet hair, pet odours, scratching, chewing or other pet damage
- tears, cuts, burns, dents, scratches, punctures or fabric damage
- missing parts, missing labels or damaged components
- signs of heavy use, misuse, poor care or improper cleaning
- been used outside a normal residential home setting

How to request a Comfort Guarantee return

To request a 30-Day Comfort Guarantee return, email hello@formeliving.com.au before the end of the 30-day period.

Please include:

- your order number
- your delivery date, if available
- your reason for returning the item
- clear photos showing the overall condition of the item
- photos of the fabric, cushions, seams, legs or base
- photos of any areas of concern

We may request additional photos, videos or information before approving a return.

All returns require prior written approval. Approval based on photographs or other information is provisional and remains subject to physical inspection.

Please do not return or donate an item independently unless we have provided written instructions authorising you to do so.

Return fee

For approved unboxed 30-Day Comfort Guarantee returns, a $149 return fee applies to each furniture item returned if you choose a refund to your original payment method.

If you choose store credit instead, the $149 return fee is automatically waived.

Any delivery or shipping fee originally paid by you is non-refundable unless required under Australian Consumer Law.

In some circumstances, Forme Living Co may also deduct the actual shipping, freight or collection costs incurred in connection with the original delivery and/or return of the item. This may apply, for example, where your location cannot be serviced by one of our charity or collection partners and alternative freight arrangements are required.

Where additional shipping, freight or collection costs are to be deducted from your refund, we will advise you of the applicable amount before finalising the return arrangement.

Refund or store credit

For approved unboxed 30-Day Comfort Guarantee returns, you may choose:

- a refund to your original payment method, less the applicable $149 return fee and any applicable shipping, freight or collection costs disclosed to you; or
- store credit for the product amount actually paid, with the $149 return fee waived. Any applicable shipping, freight or collection costs may still be deducted from the store credit where advised before the return is finalised.

Store credit is valid for 12 months from the date issued, can be used on any Forme Living Co product, is non-transferable, and is not redeemable for cash unless required under Australian Consumer Law.

Refunds and store credit are issued only after the returned item has been collected or received, inspected and approved.

Approved refunds and store credit will be processed within 10 business days after inspection. Bank, card provider, PayPal, Afterpay, Shopify Payments or other payment provider processing times may vary.

Collection

For approved unboxed returns, Forme Living Co may arrange collection through one of our charity or collection partners where your delivery address falls within an area they service.

Collection is not available in all locations and is subject to our collection partners’ service areas, availability, access requirements and acceptance criteria.

Where partner collection is available, Forme Living Co will submit the collection request on your behalf. Our collection partner will then contact you directly to arrange collection. Customers should not contact the collection partner to initiate a collection unless instructed by us.

Collection will generally take place within two to four weeks after the return is approved. This timeframe is an estimate only and may take longer depending on your location, collection-partner availability, demand on collection services, public holidays, weather, access requirements and other circumstances outside our reasonable control. We are unable to guarantee a specific collection date or timeframe. 

If your location is not serviced by one of our charity or collection partners, or if partner collection is otherwise unavailable, we will discuss alternative return arrangements with you. You may be required to arrange or contribute to the cost of suitable return freight or collection. Any applicable cost will be communicated to you before the return arrangement is finalised.

The item must remain clean, dry, protected and in an eligible condition while awaiting collection or return.

A collection or return taking place after the 30-day guarantee period will not affect your eligibility, provided your completed return request was submitted within the required timeframe and subsequently approved.

Collection remains subject to the item and collection location meeting the collection partner’s requirements on the day. Approval of a Comfort Guarantee return does not guarantee that a collection partner will accept or collect the item.

Preparing for collection

All partner collections are subject to safe and accessible collection conditions.

The item and all included components must be ready and available at the agreed collection time and positioned as close as reasonably possible to a safe and accessible collection point.

Our collection partners are unable to collect furniture via stairs that are one or more storeys high. If your item is located upstairs or on an upper level, you are responsible for moving it to the ground floor before the collection partner arrives.

Suitable collection points may include:

- a ground-floor front door or entrance
- a garage or carport
- a ground-floor loading bay
- a hallway or large room close to the main ground-floor access point
- another safe and accessible ground-floor location agreed in advance

The collection area must provide safe and reasonable access for the collection team and suitable legal parking for the collection vehicle. If safe access or suitable parking is not available, the collection may not be able to proceed.

Collection partners may decline to collect an item if:

- the item is dirty, stained or damaged
- the item is unsafe or unsuitable to handle
- the item is excessively heavy
- the item lacks sufficient structural rigidity
- the item or access route presents a safety risk to the collectors, customer or property
- the item cannot be safely accessed from the agreed collection point

The item will be assessed by the collection partner at the time of collection. Approval of your Comfort Guarantee return does not guarantee that the collection partner will accept or collect the item.

You are responsible for following any preparation and access instructions provided by Forme Living Co or the collection partner.

If the collection cannot proceed because the item is not ready, accessible or suitable for collection, additional collection or return costs may apply.

Inspection

The item may be inspected by Forme Living Co, our courier or an approved collection partner.

If the item’s condition differs materially from the information or photographs provided, collection may be refused or the return may fail inspection.

If an item fails inspection after collection, we may decline the refund or store credit or, where appropriate, make a reasonable deduction to reflect missing components or a reduction in the item’s value.

If the return is declined after collection, you will be responsible for arranging and paying to retrieve the item from the location we nominate within 14 days of being notified.

If the item is not collected within that period, reasonable storage fees may apply. After providing reasonable notice, we may arrange for the item to be donated, recycled or disposed of where legally permitted. No refund or store credit will be issued.

Full item returns

Unboxed 30-Day Comfort Guarantee returns must be returned as the full item or full configuration purchased.

Individual unboxed modules or components cannot be returned separately under the 30-Day Comfort Guarantee.

Unopened boxed returns

If your item is completely unopened, unused and still in original intact packaging, you do not need to wait 14 days before requesting a return.

Unopened boxed returns must still be requested within 30 days of delivery.

The $149 unboxed return fee does not apply to approved unopened boxed returns.

For unopened boxed returns:

- the item must be completely unopened and unused
- the packaging must be original, intact and suitable for resale
- the packaging must not be ripped, wet, crushed, heavily damaged, resealed or tampered with
- the customer is responsible for arranging and paying for return transport
- the customer is responsible for the item until it is received by Forme Living Co
- refunds or store credit are issued only after the item is received, inspected and approved

Photos are not required before approval for unopened boxed returns, but the item will be inspected once received.

If an unopened boxed return arrives back with damaged packaging, opened seals, wet or crushed boxes, missing labels or anything that affects resale value, Forme Living Co may decline the refund or approve a partial refund where appropriate.

Boxed modular components

Individual boxed modular components may be returned within 30 days if they are completely unopened, unused and in original intact packaging.

Opened or unboxed modular components cannot be returned individually under the 30-Day Comfort Guarantee.

No exchanges

We do not offer exchanges under the 30-Day Comfort Guarantee.

If you would like a different item, colour, size or configuration, you will need to place a new order separately.

Australian Consumer Law

Nothing in this 30-Day Comfort Guarantee limits your rights under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a replacement, refund or compensation where required by law, including where a product has a major failure or fails to be of acceptable quality.

Contact us

To request a Comfort Guarantee return, please contact:

hello@formeliving.com.au